ComplaintsforKnotts Builders
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Complaint Details
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Initial Complaint
07/26/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
We closed on a new custom built house on 12/9/23. The contracted materials were not installed as upgrades. The builder installed inferior materials. The builder also changed materials listed on contract drawings to save money.We provided a ************************************ Nearly 7 months later, nothing has been accepted.Business response
07/26/2024
***** Knotts
The contract with ***** & ***** (too large to attach but can provide if needed) provides for standards by which they customers should follow for construction issues.
All items on the Punch List are noted as accepted except for a newly reported **** cooling issue. ************** is aware of the date the contractor set to meet him at their home for a repair is 7/31. At his request we have contacted the **** company and asked that they attempt to repair on an earlier date. This is not a failure to respond.Customer response
07/26/2024
I am rejecting this response because: This complaint is not about problem with the ** this week. My concern with the hvac was on our original punch list attached. I questioned the size of the units based on square footage. The attached picture reflects an unacceptable temperature. ************* *********** surveyed our home and mentioned the unit size. The original punch list note stated another company would review the mechanical system. This occurred last week, over 7 months after the original list. This is not resolved.************* all of the items on the punch list have not been signed off. There are issues with quality that continue to surface. I invite you to view these in person anytime.
Business response
07/26/2024
***** Knotts says
all warranty items must be submitted through the 2-10 portal to be addressed.
Customer response
07/26/2024
I am rejecting this response because: The original punch list was added in January. The attachment shows the primary issues individually, as previously requested, similar to this response. These items were separated and logged to the 2-10 portal on 4/19/24, and repeated again on 6/13/24. These are open ongoing issues.Business response
08/02/2024
The **** contractor is preforming the repair as was our initial response.Customer response
10/31/2024
I am rejecting this response because:3 weeks ago we found a structural failure in our newly constructed home. This information was provided to the builder at that time. Repair
Business response
10/31/2024
**** ***** turned in a warranty request to 2-10 warranty on 10/13. the Project manager emailed him on 10/16 and has not gotten a reply.
When Mr ***** responds to the email we can schedule a time to come look at the issues he has reported.
Customer response
11/02/2024
I am rejecting this response because: This picture is from a previous issue, which is unresolved. The current issue is a structural failure.Business response
11/05/2024
Mr ***** complains (1) That the damper repair was never made. A repair was made in October. Also, when we were in his home today he never mentioned the alleged lack of repair (2) he asserts most recently that he has a structural issue. The truss is cracked from the angle of the nails and is not a structural issue.
If he needs further repairs, he need to contact the 2-10 warranty company under the warranty he was supplied.
Customer response
11/05/2024
I am rejecting this response because: The mechanical system issue was an attempted repair after the weather changed in October. The issue is as stated in the first complaint. When outside air temperature is above 80 degrees, the upper floor does not cool properly. This will only be determined when the weather is warm again.The attachments are of pictures and the actual warranty referenced in the builder's response. The warranty specifically pertains to beams and posts. My complaint is about manufactured wood trusses. The pictures show a shearing effect, evident by the nail heads. The construction drawings specifically state a 2x6 inch manufactured truss is to be used. This complaint is an area where 2x4 inch manufactured trusses were used. The manufacturer needs to become involved in this complaint.
Customer response
11/06/2024
I am rejecting this response because:Date Sent: 11/5/2024 4:32:31 PM
I am rejecting this response because: The mechanical system issue was an attempted repair after the weather changed in October. The issue is as stated in the first complaint. When outside air temperature is above 80 degrees, the upper floor does not cool properly. This will only be determined when the weather is warm again.The attachments are of pictures and the actual warranty referenced in the builder's response. The warranty specifically pertains to beams and posts. My complaint is about manufactured wood trusses. The pictures show a shearing effect, evident by the nail heads. The construction drawings specifically state a 2x6 inch manufactured truss is to be used. This complaint is an area where 2x4 inch manufactured trusses were used. The manufacturer needs to become involved in this complaint.
Please see attached documents
Business response
11/08/2024
We reiterate that the home is covered by a 2-10 warranty and Mr. ***** is using BBB to harass us. We will continue to respond to repair requests submitted only though 2-10 warranty co.
***** complaint: Regarding the **** temperature issueThe issue is as stated in the first complaint. When outside air temperature is above 80 degrees, the upper floor does not cool properly Response: The original system was inspected by a third party to verify that it met minimum requirements for cooling & heating. The system meets those minimum requirements, yet we paid that third party licensed & bonded **** co. to perform extra work so that the **** would operate at better level. Our third-party contractor has verified that the issue is now working, and we are closing out the issue.
***** complaint: The construction drawings specifically state a 2x6 inch manufactured truss is to be used. This complaint is an area where 2x4 inch manufactured trusses were used Response: There is NO place on our plans where it mandates a 2x6 truss. It calls for a 2x6 ceiling joists or rafter in some spots (see #** on picture attached), but the alleged issue isnt related to any roof trusses. The plans specifically state that roof trusses are to be designed, installed and braced PER the Manufacturers recommendations. See #** on picture attached from the stamped plans.
***** complaint: My complaint is about manufactured wood trusses. The pictures show a shearing effect, evident by the nail heads. Response:Our roof truss designer has confirmed for us that there is no structural problem. The splits in the pictures are from a temporary toenail used by the framers when setting the trusses. The trusses are permanently supported by a hanger which is seen in the picture. This makes the nail and any split in the wood caused by that nail to be completely irrelevant to both the truss structural integrity & support.Customer response
11/12/2024
I am rejecting this response because:
This platform is utilized for its intended purpose. The **** issue was sent to the requested source (2-10) in April. The third-party contractor performed the extra work in October.
The **** issue will remain open until warmer weather occurs in the spring.
The attached picture shows the hanger failing. Please provide a letter stating this is acceptable.Business response
11/18/2024
In reference to the complain #********.
I have responded to Mr ***** numerous times
We have addressed the issue and we feel there is no reason for further responses on our part
-***** Knotts, VP
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Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.